Summary
Overview
Work History
Education
Skills
Timeline
Hobbies and Interests
References
Hobbies and Interests
Generic
Crest Materum

Crest Materum

San Pedro, Province Of Laguna,LAG

Summary

Logistics professional with history of enhancing operations and ensuring timely deliveries. Proven ability to work collaboratively within team and adapt to dynamic needs. Known for reliability, attention to detail, and strong organizational skills.

Overview

19
19
years of professional experience

Work History

Logistics Team Member

ZUUM Transportation
01.2022 - Current
  • Coordinated inbound and outbound shipments, ensuring timely processing and delivery.
  • Managed inventory levels, optimizing stock rotation and minimizing discrepancies.
  • Assisted in training new team members on safety protocols and operational procedures.
  • Implemented process improvements that enhanced workflow efficiency within logistics operations.

Logistics Supervisor

Modelkite Inc
01.2020 - 01.2022
  • Oversaw daily operations of logistics team, ensuring timely and accurate shipments.
  • Developed and implemented process improvements to enhance supply chain efficiency.
  • Coordinated cross-functional communication between production, warehousing, and transportation teams.
  • Trained and mentored staff on best practices in logistics management and safety protocols.

Logistic Coordinator

My Freight Staff
01.2019 - 01.2020
  • Coordinated logistics operations to optimize supply chain efficiency and meet delivery schedules.
  • Managed inventory levels using advanced tracking systems to ensure product availability and reduce shortages.
  • Developed relationships with carriers and suppliers to enhance communication and streamline transportation processes.
  • Implemented process improvements that increased operational efficiency and minimized delays in shipment handling.

Customer Support Specialist 3

American Express
08.2015 - 06.2018
  • Resolved customer inquiries through phone, email, and chat to enhance satisfaction and retention.
  • Collaborated with teams to identify and implement process improvements for service efficiency.
  • Trained new staff on customer service protocols and software tools to ensure consistent support quality.
  • Analyzed customer feedback to identify trends and recommend enhancements to product offerings.

Master Customer Care Associate

Citibank
04.2013 - 08.2015
  • Resolved complex customer inquiries, enhancing satisfaction and loyalty.
  • Developed training materials for new hires, improving onboarding efficiency.
  • Streamlined feedback collection processes, ensuring timely response to customer concerns.
  • Mentored junior associates, fostering a collaborative team environment.

Team Manager/Coach for Loyalty/Retention Department and Upgrades Department

Sitel Phil. Inc.
01.2010 - 12.2010
  • Motivated and lead a team of 16 – 20 directed them from where they were to where they should or want to be and developed them as future leaders.
  • Trained and developed new employees to ensure professional, performance and quality standards were met.
  • Monitored live or recorded calls and identified areas for improvement. Coached agents for performance improvement, resolved day-to-day issues and problems, provided technical leadership and answered questions accurately and professionally.
  • Call monitoring, coaching and providing feedback, were my basic responsibilities to ensure delivery of defined customer experience in every call.
  • I worked very closely with my agents and provided assistance for their concerns and was always available in taking warm or cold transfers/escalation calls to resolve customer’s problem in a timely manner. Part of my job was understanding agent’s problems and weaknesses and addressed them, however I acknowledge my limitations so I submitted unsettled issue/s to HR Department for appropriate action.
  • I conducted appraisal for the team.
  • I compiled reports on team’s performance and customer feedback.
  • I contributed for the initial hiring and selecting process of the front line.
  • I was the focal point of dissemination of or communicated information from management to the team and vies versa.
  • I actively listened for ideas given during the conversation that may indicate improvement.
  • I recommended change and/or process development based on client’s feedback and analysis of the same. Offer solution and suggestions for process and product improvement to management.
  • I decided on matters relating to improving customer satisfaction with regards insofar as it affects call handling and call center processes.
  • Management Side:
  • Daily Log-in Approval – We use KRONOS in approving the daily log-in schedules of associates. I made sure that I do this on a daily basis to make sure that financial report on the back end won’t vary by the end of the cut off period.
  • Serve Corrective Action – As a Team Manager we are expected to serve a corrective action if we have certain associate violate any rule. Like attendance issue, QA specifics and house rules violation.
  • Maintain Service Level – By making sure that I have the right number of properly trained associate available to take in calls at the right time.
  • Maintains Quality Service – I require a report from QA noting the common area for development, trending issues, common associate/s that is/are failing and then come with a strategic plan for it. Like emailing the team the product update and ask them a question or 2 to check understanding and retention
  • Result/s:
  • My team performed very well and achieved all metrics.
  • Almost half of my team members got promoted and moved to a different department.
  • Awarded as the “Coach of the Month” from February to November and my team bagged the “LOB of the year” by our client.
  • Our client (Virgin Mobile Australia) moved all their businesses to the Philippines and the majority was awarded to Sitel Philippines Inc.

Assistant Manager/Subject Matter Expert / SME for Mobile Customer Service, Mobile Broadband Customer Service, and Dealer Support/MNP

Sitel Phil. Inc.
06.2008 - 12.2009
  • June 2008 – September 2008: An SME is like an assistant team manager. SME are responsible are taking live escalations and call back escalations. An SME also substitute the TLs on their absence in providing support to the team.
  • October 2008 – December 2008: VMA CS has been receiving overwhelming escalations and complaints from our customers for various reasons. As a work around I have suggested that all SMEs should only have one group/team and we focus on taking the escalation calls and complaints. This project was successful as we managed to meet our SL on the escalation calls and lowered down our complaints. This project got stop in December 2008 but VMA CS is now doing this as they saw success.
  • January 2009 – March 2009: Because of my assertiveness and being proactive the company saw my potentials as a leader. I was asked to handle a new LOB called Broadband Customer Service. VMA added a new service that was offered to customer and we as a leader for this LOB I made sure that we assist and resolved the issues of the customer, answer all their queries and process their request.
  • April 2009 – December 2009: Another LOB called Dealer Support / MNP was entrusted to SITEL by VMA. I applied as an SME for this LOB. From assisting customers this LOB requires a different approach and that is assisting our dealers and retailers with their request to make sure that they still sell our product and get more customers for VMA.

Senior Customer Service Professional (POC/Point of Contact)

Sitel Phil. Inc.
01.2008 - 06.2008
  • As a POC we are expected to assist the newbie’s and enhance their product knowledge as not all were learned during their training.
  • We made sure that they feel welcome in the production, boosted their confidence and made them confident as they get endorsed to their new team in the production.

Senior Customer Service Professional

Sitel Phil. Inc.
06.2007 - 12.2007
  • Virgin Mobile Australia merged with SIMplus telecom and as we showed world class customer service. VMA gave us a shot and selected the best associates from simples to pioneer the first batch of VMA customer service here in Manila. I was part of that batch.
  • Same with what we did in SIMplus, providing first call resolution at all time for we are the first contact point.
  • Maximizing the number of resolved incidents all at first line without referral and to enhance customer satisfaction.

Outbound Customer Service Professional

Sitel Phil. Inc.
11.2006 - 06.2007
  • Making outbound calls regarding for customer who have unresolved cases and ongoing issue with their SIMplus mobile service to ensure that we show and make our customer feel that they are important.

Inbound Customer Service Professional

Sitel Phil. Inc.
04.2006 - 11.2006
  • Taking inbound calls for SIMplus mobile service provider and we are responsible for providing world class customer service for Simplus customers calling from Australia.
  • Providing first call resolution at all time for we are the first contact point.
  • Maximizing the number of resolved incidents at first line without referral and to enhance customer satisfaction.

Education

BSN - Bachelor of Science - Nursing

Southeast Asian College Inc./ United Doctors Medical Center
08.2004

High School Diploma - undefined

Divine Word High School
Abulug, Cagayan
01.2002

Elementary School Diploma - undefined

Curva Elementary School
Pamplona, Cagayan
01.1997

Skills

  • Transportation planning
  • Logistics analysis
  • Load planning
  • Route optimization
  • Dispatching
  • Freight management
  • Shipping and receiving
  • Invoicing and shipping documentation
  • Cross-docking
  • Delivery scheduling
  • Supply chain coordination
  • Problem-solving

Timeline

Logistics Team Member

ZUUM Transportation
01.2022 - Current

Logistics Supervisor

Modelkite Inc
01.2020 - 01.2022

Logistic Coordinator

My Freight Staff
01.2019 - 01.2020

Customer Support Specialist 3

American Express
08.2015 - 06.2018

Master Customer Care Associate

Citibank
04.2013 - 08.2015

Team Manager/Coach for Loyalty/Retention Department and Upgrades Department

Sitel Phil. Inc.
01.2010 - 12.2010

Assistant Manager/Subject Matter Expert / SME for Mobile Customer Service, Mobile Broadband Customer Service, and Dealer Support/MNP

Sitel Phil. Inc.
06.2008 - 12.2009

Senior Customer Service Professional (POC/Point of Contact)

Sitel Phil. Inc.
01.2008 - 06.2008

Senior Customer Service Professional

Sitel Phil. Inc.
06.2007 - 12.2007

Outbound Customer Service Professional

Sitel Phil. Inc.
11.2006 - 06.2007

Inbound Customer Service Professional

Sitel Phil. Inc.
04.2006 - 11.2006

High School Diploma - undefined

Divine Word High School

Elementary School Diploma - undefined

Curva Elementary School

BSN - Bachelor of Science - Nursing

Southeast Asian College Inc./ United Doctors Medical Center

Hobbies and Interests

Born on June 23, 1984. Enjoys singing, listening to music, movie buffer and playing guitar and piano.

References

  • Chris, Lipman, General Manager (former), +63 920 970 6521, Telstra International LTD. Customer Service DIRECTOR (former) Virgin Mobile Australia/Optus
  • Tarek, Chama, Offshore Customer Service Support Leader (former), +63927 769 6583, Virgin Mobile Australia
  • Katherine, Fernando
  • Gerald, Rondon, Operations Manager - Telecom New Zealand (former), +63906 521 4359, Sitel Philippines, Inc.
  • Kristel, Dapilos, Operations Manager, +62917 881 4498, IBM Philippines
  • Deline, Pasamonte, Project Manager – Asia Pacific (former), +63917 857 0048, Sitel Philippines, Inc.

Hobbies and Interests

Born on June 23, 1984. Enjoys singing, listening to music, movie buffer and playing guitar and piano.

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Crest Materum